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Future Help Desk Trends: Enhancing Customer Relationships and Support

Explore predicted trends in customer relationship management, telecommuting, outsourcing, and IT qualifications for help desk professionals. Learn about the impact of emerging technologies like personal robots, internet communication, and virtual training methods on the workplace of the future.

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Future Help Desk Trends: Enhancing Customer Relationships and Support

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  1. The Help Desk of the Future Dianne Mines IS 8826/01 – Fall 2002

  2. 1994 Predictions for 2001by Marvin Cetron & Owen Davies • Magazines on floppy disks • Personal robots in the home • 100% computer literacy in urban areas • Colleges and universities would close or merge because of the lack of student enrollment. • More adult students would be pursuing degrees — Creighton, K., & Jensen, B., (2001, August).The public library of the future. LibraryJournal, 126, 56-58.

  3. Customer Relationship Management • Strategy, rather than a process • Customer Satisfaction is #1 goal • Help desk should add positive value rather than be considered just a cost center

  4. The Work Place • Where will your office be? • What will it look like? • What type of equipment will you use?

  5. Outsourcing • Lower cost (66.7%) • Reduce number of employees (60.5%) • Focus on core competencies (40.3%) • Reduce risk (30.2%) • Staff hard to fill jobs (24.0%) —Anonymous, (2001, October). 2001 contract management survey. Hospitals & Health Networks, 75, 61-68.

  6. Outsourcing • Multi-tier or levels of support • Knowledge area experts • Support multiple companies

  7. Telecommuting • Work from anywhere • Support outside the USA • CSRs and users both telecommute • Companies will specialize in support ofTelecommuting workers

  8. Qualifications • Education • IS/IT required • MSIS desired • Certifications • For any area you support • Must keep current • Experience

  9. Qualifications • Career Paths • Multi-tier support • Management • Certifications and continuing educationkeeps you up to date • Compensation

  10. Training • Major role in help desk • Virtual classroom • Distant learning • Video conferencing

  11. The Internet • Major means of communication with user • Real time applications • Source of information for CSRs and users • $5 vs. 3¢ • 33% increase in calls handled —Marken, G., (2000, June). Web-based support.Boardwatch, 14, 108-110.

  12. Knowledge areas • Hardware • Wireless, Wireless, Wireless • Magnetic memory chip • Non-volatile • Faster • Less power • Tablets • Super Computers

  13. Knowledge areas • Software • Development next generations • Database • Super Computers • Biometric authentication (voice identification) • Voice/speech recognition • Artificial Intelligence

  14. Questions?

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